Internet

​Basic Troubleshooting Guide

Before you start:

• Power cycle your hardware, this can fix basic connection issues.

• Check your Account Balance. If it is overdue, your service may be restricted.

• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check all devices

1. Make sure your internet service is already activated, you will receive an SMS notification once your service has been activated.

2. Make sure all cables are connected as shown here in the setup guides.

New to Dodo, or moved your service to a new address.

• It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

These lights on your modem should be all on

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Step 3: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders

• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.

If you're about to move house, taking your services with you is quick and easy.

What do you need to do?

To ensure that we can get your services up and running as quickly as possible, please log in to My Dodo and raise a Support Request by clicking the “Support Request” quick link and choosing the “I am moving” option. Remember to provide your new address and preferred connection date.

We'll have to check a couple of things:

• When are you moving?

• What is your new address?

• What plans are available at the new address?

Bundle discount offer?

Consider connecting to a Dodo Power and Gas plan energy for additional great savings!

Click here for more information on energy bundle discounts.

Related

How long does it take?

What’s involved in moving my service?

Are there any moving fees?

Will I need to be home when you connect my new address?

Basic Troubleshooting Guide

Before you start:

• There are a number things that can cause drop-outs, click here to find out more.

• Power cycle your hardware, this can fix basic connection issues.

• Check your Account Balance. If it is overdue, your service may be restricted.

• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders

• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.

Protecting Yourself

While Online Scams, Phishing and Malware can seem a bit scary, there are a number of things you can do to minimize the risks, and protect yourself.

Anti-Virus software:

Install an anti-virus software program, and make sure you keep it up to date. Anti-virus software can help to protect from many types of malware.

To learn more about anti-virus software visit the Australian Cyber Security Centre

Simple rules to follow:

Following a few simple rules will help to protect you.

• Use strong password logins for your devices, as well as any online accounts and services you may use.

• Keep your devices, programs and operating system up to date to prevent possible exploit attacks.

• If using a home Wi-Fi network, have a strong password and update it regularly.

• Avoid doing online banking or other tasks that require personal information when using public computers or Wi-Fi hotspots.

• Be on the lookout for emails asking for personal information, even if they look genuine.

• Never open email attachments from a source you don’t recognise or are ensure of.

• Avoid downloading suspicious files when online.

Other useful links:

Australian Competition and Consumer Commission:

Protecting yourself from scams

Scamwatch:

Protect yourself from scams

Back to Internet Safety & Security

Basic Troubleshooting Guide

Before you start:

• Check that your plan speed meets your needs. Click the here to view our nbn facts sheet.

• There are a number things that can affect your speeds, click here to find out more.

• Power cycle your hardware, this can fix basic connection issues.

• Check your Account Balance. If it is overdue, your service may be restricted.

• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check your speed

1. Close all running programs and activities

2. Check your nbn™ speed at speedtest.net. The recommended minimum speed for streaming sites is 3Mbps.

Step 2: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.

2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.

3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders

• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals

• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection

• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Step 3: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Get further help

If you are still experiencing connection issues, you can open a Support Request by logging in to MyDodo here. Once logged in, click the Support Request button found under Quick links.